AccountId: 011433970860
ContactId: c5e05c4f-6870-452b-8f09-b92fd4c8baed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341510 ms
Total Talk Time (AGENT): 134020 ms
Total Talk Time (CUSTOMER): 77039 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c5e05c4f-6870-452b-8f09-b92fd4c8baed_20250124T19:10_UTC.wav
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[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], uh, my name is [PII].
[CUSTOMER][NEUTRAL] I called um about 10 days ago and someone was supposed to call me while I was requesting um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Like a loan on my policy, but no one has contacted me to give me any information or nothing, and it's been about 10 days now, 1012 days.
[AGENT][NEUTRAL] OK, OK, alright, Miss, can I get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is your policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't have my policy number with me. I'm sorry I did not get that.
[AGENT][NEUTRAL] That's OK. I can look it up with your social security number.
[CUSTOMER][NEUTRAL] OK, that's fine it's [PII].
[AGENT][NEUTRAL] And that was [PII], is that correct? The last 4?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Could you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on policy for you?
[CUSTOMER][NEUTRAL] Um, address is [PII]. Email is [PII].
[AGENT][NEUTRAL] Thank you and then the phone number you gave me to call you back on if we're disconnected, is that your cell phone?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK thank you I appreciate you verifying your policy for me. OK, let me look real quick.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I do see that a request has been sent to customer service to call back follow up with you on your loan request.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can transfer you over.
[AGENT][NEUTRAL] Let me see if the lady you need to speak with is available. I'm gonna put you on hold for just a second, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you Miss [PII] for holding for me. So I've tried to reach somebody in customer service I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The person you need to talk to is not available right now, but what I'm gonna do is I'm going to email her and let her know that that you have called and that you're requesting a call back OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And I'm gonna have her, have her call the number that.
[CUSTOMER][NEUTRAL] So what I do if she doesn't call me back since I've been waiting.
[AGENT][NEUTRAL] Well she should call you back um because I'm sending an email to her and it's not going through the request process that what we are already went through so um I'm gonna give her your phone number that you verified and let her know that you've called again um requesting information about a loan and let her know that this is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The 2nd time that you've called and it's been 10 days. I'm gonna tell her exactly what you told me. OK? All right. Well, I'm gonna get that taken care of.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] All right, thank you very much, Ms. [PII]. You have a blessed weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, you too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.